Support Team QA Specialist

Над чем работать?

• Жанры: Шутер
• Платформы: Browser

Размер и структура команды?

100

На какие задачи (обязанности)?

Hey there!
We’re looking for Support Team QA Specialist.

As a Quality Assurance Specialist, you’ll be responsible for building our QA system from the ground up, ensuring that every customer interaction meets our high standards. You’ll create quality monitoring forms, integrate and calibrate them using tools like Playvox, Scorebuddy, or MaestroQA, and set up a robust process for reviewing tickets, providing feedback, and coaching support agents. You’ll also collaborate with various teams to ensure a seamless customer journey. We aim to create the best support system in the gaming and gaming-related industries, and you’ll be a key player in achieving that goal.

Какого профессионала ищем?

📍 What to do

• Develop the QA system from scratch: Create monitoring forms and quality standards for customer interactions.

• Integrate and calibrate these forms using specialized tools (e.g., Playvox, Scorebuddy, MaestroQA).

• Establish clear ticket review processes, including frequency, selection criteria, and feedback methods for support agents.

• Conduct regular audits: Review tickets and chats to ensure adherence to quality standards.

• Analyze errors and identify common issues in agent performance (e.g., lack of empathy, insufficient accuracy).

• Prepare recommendations for updating the website, knowledge base, and training materials.

• Provide feedback and coaching: Offer constructive feedback to each agent, conduct training sessions, and create development plans in cooperation with Team Leads.

• Maintain and update tags, macros, and templates to ensure consistency and relevance.

• Collaborate: Work with Support Team Leads on training programs and with other teams (e.g., CRM, product) to improve customer interactions at all stages.

🦸 Your superpowers

• 2-3 years of experience in support or a similar QA role.

• Knowledge of customer service best practices and quality audit methods.

• Ability to develop and implement QA processes from scratch.

• Strong analytical skills and experience working with data (reporting tools, Google Sheets/Excel).

• Excellent communication skills for providing feedback and coaching.

• Fluency in English (C1) is required. Knowledge of Spanish is a plus.

Почему у нас приятно работать?

🍪 Team perks

• Totally remote work from wherever you grind. Into coworking? We’ve got your back

• Flex schedule with no time tracking because our goal is results

• Work gear on us, get the tech you need

• Half-year bonus Twice a year every mojamer receives a sweet bonus as a nod to our shared achievements

• Health buffs: compensation for sports and mental health, paid sick leaves, and 18 days for vacation

• Skill boosts: we cover training, certs, UA and ENG classes, and pro tips from our top mojamers

• Day-offs and gifts on important dates that you choose yourself (birthday, work anniversary, child’s birth, wedding)
  Anti-Blackout perk with a budget to purchase the necessary equipment for comfortable work even during power outages.

• A squad of PRO&BROs to craft epic gaming worlds with!
  Career growth opportunities in a fast-growing company.

Let’s add more jam together 🚀